Wild.io Casino - Player experiences withdrawal delay after KYC verification.

I played in a casino with a welcome bonus.

29.10.23. I put money on withdrawal (the Wager was executed)

I did not pass KYC earlier.

29.10.23. I was asked for documents and on the same day, I uploaded all the required documents to the casino website.

Further, during the whole time, I repeatedly contacted the support service in the chat, asking to find out how my check was progressing and when I would receive my money. I was active, polite.

06.11.23. I received a letter asking for verification via Skype.

of course I agreed and asked to hold it today/tomorrow at any time.

08.11.23. since I didn't get a call, I again asked to make a call.

09.11.23. there was a Skype call and they promised to give me an answer the same evening.

09.11.23. they gave the answer that they needed more time.

13.11.23. I contacted the support chat again to clarify the situation! When will my check end, how much longer do I have to wait?

They said we can't help you, write letters in support by e-mail.

I believe that I have waited enough (more than 14 days) and made every effort to resolve this issue peacefully.

Now I am asking for the help of third parties to withdraw my money from this casino...

Dear lkoleryl,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please specify if you made any deposits in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games)
• Did the casino have any issues with any particular documents you submitted?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas!

At the beginning, I would like to say thank you for deciding to help me! I am very pleased and very glad to hear it!

1. yes, I made a deposit on 26.10.23. at 17:32. and used the Welcome bonus
2. I played only Slots games.
3. No. The casino had no complaints about the documents I provided. And as I said before, I passed the Skype video check and they were also satisfied with everything.

and I also have a printscreen from my personal account where it is indicated that the Wager is executed.

Thanks to your help, I got the money back. Thank you. 16 days of waiting + negative feedback (filing a complaint)+your help = got the money

Dear lkoleryl,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru